Beyond PC

September 1, 2015To whom it may concern,August 19, early in the morning, when we just opened around 9:00, the customer walked in our shop with his laptop opened‘Can you fix my laptop when I wait?” he asked.‘SorryYou have to give us a couple of hours to diagnose the problem first, then
we will let you know what's wrong with it, the price and time to fix it, the quickest at least minutes to one hour, if we stop everything else in our hands.'‘No, I can't be without my laptop.’He left.About an hour later, this customer came back“You said you can check it for me in minutes, right? I’m right at next door to wait my daughter to finish her dance lessonCheck it, let me know.' We checked it and found its screen was badWe did have compatible screen in stock to fix it right awayBecause he needed it badly, we walked to next door and told him that we didn't have exact same model but we did have compatible ones with crystal bright display in stockAnd we gave him the price to fix itHe proved to fix it.When he came to pick it up, after paid, he found the compatible screen not having HD resolution as the original one hasThen we offered him to use this one at this moment, meantime we would find the exact one he needed and gave him the price for it too, I le agreedAn hour later, we called him to tell him HD screen would cost $extraHe said online price would be much cheaper, so he did not want to go this routeHe let us to put his bad one back and would pay us installation for one time, which was $minus 10% off, even we did it twiceWe agreedWhere did the customer find “bait and switch'? HD displays are more expensive than regular ones which he knew it from their resolutionsAnd we are a little computer shopOur prices won't be able to compete with online pricesEven big department stores can't compete with online deals either.When he brought his laptop back to switch the screens, he asked for same price to get HD screen switchedWe trict to make him happy, we agreedWe would eat the price differenceThen he asked for more, years warranty for it, which we could not offerEven we could not get that long period warranty from our vendorSo he decided to put back his old one to get refund for screen and pay us installation for one time.After we went through the partial refund, the astonish thing happenedThe customer jumped out to grab the receipt, "Why did you write down my card's cvv on your receipt? What do you want to do?' We got shockedEverybody knows, putting down cvv number Just indicates the card is presented to prevent from credit card fraudThe receipt only printed the last digits of his credit card, combining with the cvv, we cannot do anything with itSince we are small business and we lost money before, sometimes we have to be extra carefulBut we'd never imagine that it was so offended to him and put him to act like thisSo we didn’t even think about, said to him "never had a customer like you before’If he thinks that's offended too, our apology, because it happened too fastAnd finally we cut the part of receipt with ccv number on to give it back to him at the end.The customer asks $refund to make him happy, we can do it too, even we did the job twiceBut we need him to come back with his credit card and receipt, so we can put the money back to his card againOtherwise we won't be able to process this transaction.Yours trulyJack X

4/15/To whom it concern,
In response to this customers complainant, we lay out the facts as follow:Our record shows this customer purchased PC from us on Mar9, 2013, in one Saturday afternoon after office hourHe was referred by his friend, one of our loyalty customers, who referred lots of his friends and family to usThe initial contact to us related to this computer was Dec16, 2013, This customer dropped off his computer in the storeHe wrote down in the description of problems, computer boots up for about or seconds, keeps restarting loopWhen we worked on his computer, it booted up fineWe couldn't duplicate the problem, then checked his computers hardware and software, no problem found eitherSo we let computer consistent running for days, no restarting happenedWe called this customer on Dec20th to let him know the procedure we did to make sure no other issues that we could missWe told him since no problem found, there would be $diagnostic charge for itCustomer agreed and picked up his pc on Dec21, 2013, One week later this customer brought his in and said it was running hotWe checked it and discovered the power supply fan not working rightSo we changed it for him without any charge, because it was under year hardware warrantyAlmost a couple of months later, on Feb11, this customer dropped his here again, he put down in the description of pc problems, when USB keyboard and mouse plugged in, pc keeps restarting, won't be able to get into windows, when unplug USB keyboard and mouse will start up fineWe checked the computer and found that it was not working correctly only if had USB keyboard and mouse plugged in like he saidBut it worked fine with ps/keyboard and mouseIt indicated the motherboard had some issues with those USB portsSo we immediately contacted the motherboard manufacture, and got RMA approval on Feb 24, we sent the board to the manufacture on Feb But we got it back on Mar 22ndMeantime we contacted the manufacture times asking them to rush it backThere was nothing else we could do except waitingWe put the replacement board back in his and did days butestOn Mar, 25, this customer came to pick up his pc, in front of him, we turned it on and got to window desktop to let him checkHe said thats good, it didn't get that far before, I know it worksThen, he paid $for RMA shipping and handling cost, took his pc back homeAlmost a week later after this customer picked up his computer, on Mar31, he called usHis first sentence was I will bring my pc back to get my $backWe asked him whats wrong with itHe answered he was trying to reformat his hard drive, but windows couldn't find the hard drive, he knew the hard drive is insideWe asked him to check that the cable connections could be loose, etcOr we could check it for him againHe answered the same sentence I will bring my pc back to get my money back.' He kept repeating and repeatingThen we told him after warranty period ended we cant refunded his moneyNo matter where you buy your computer, nobody canTherHe said he will call Revdex.com ånd go to the courtSo we ended this conversation.We don't make pc partsWe just use brandname parts to put pcs togetherIf it is the motherboard defective again, we have to go back to the manufacture again, Plus, most parts in his should be still under manufacturers' warrantyWe were trying to tell him, even his is out of warranty, and we still can check it for him to determine whats wrong with itIf parts replacement needed and still under manufacture warranty, either he or we can contact the manufactures to get them replacedBut he insisted he just want to his whole money backSo we were out of optionsUntil now, we still can provide the same offer, parts needed and he wants us to deal with the manufacturers, we can do it for himBut of course, if SH involved, he has to pay for it.Regards,

September 1, 2015
To whom it may concern,
August 19, 2015 early in the morning, when we just opened around 9:00, the customer walked in our shop with his laptop opened. ‘Can you fix my laptop when I wait?” he asked.
‘Sorry. You have to give us a couple of hours to diagnose...

the problem first, then we will let you know what's wrong with it, the price and time to fix it, the quickest at least 45 minutes to one hour, if we stop everything else in our hands.'‘No, I can't be without my laptop.’
He left.
About an hour later, this customer came back. “You said you can check it for me in 45 minutes, right? I’m right at next door to wait my daughter to finish her dance lesson. Check it, let me know.' We checked it and found its screen was bad. We did have compatible screen in stock to fix it right away. Because he needed it badly, we walked to next door and told him that we didn't have exact same model but we did have compatible ones with crystal bright display in stock. And we gave him the price to fix it. He proved to fix it.
When he came to pick it up, after paid, he found the compatible screen not having HD resolution as the original one has. Then we offered him to use this one at this moment, meantime we would find the  exact one he needed and gave him the price for it too, I le agreed. An hour later, we called him to tell him HD screen would cost $30 extra. He said online price would be much cheaper, so he did not want to go this route. He let us to put his bad one back and would pay us installation for one time, which was $49 minus 10% off, even we did it twice. We agreed. Where did the customer find “bait and switch'? HD displays are more expensive than regular ones which he knew it from their resolutions. And we are a little computer shop. Our prices won't be able to compete with online prices. Even big department stores can't compete with online deals either.
When he brought his laptop back to switch the screens, he asked for same price to get HD screen switched. We trict to make him happy, we agreed. We would eat the price difference. Then he asked for more, 3 years warranty for it, which we could not offer. Even we could not get that long period warranty from our vendor. So he decided to put back his old one to get refund for screen and pay us installation for one time.After we went through the partial refund, the astonish thing happened. The customer jumped out to grab the receipt, "Why did you write down my card's cvv on your receipt? What do you want to do?' We got shocked. Everybody knows, putting down cvv number Just indicates the card is presented to prevent from credit card fraud. The receipt only printed the last 4 digits of his credit card, combining with the cvv, we cannot do anything with it. Since we are small business and we lost money before, sometimes we have to be extra careful. But we'd never imagine that it was so offended to him and put him to act like this. So we didn’t even think about, said to him "never had a customer like you before’. If he thinks that's offended too, our apology, because it happened too fast. And finally we cut the part of receipt with ccv number on to give it back to him at the end.
The customer asks $15 refund to make him happy, we can do it too, even we did the job twice. But we need him to come back with his credit card and receipt, so we can put the money back to his card again. Otherwise we won't be able to process this transaction.
Yours trulyJack X